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ShanaLesai
Participant
June 14, 2026
Answered

Firefly keep resetting to 0 instead of showing the results, but still consume my generative credits...

Firefly keep resetting to 0 instead of showing the results, but still consume my generative credits... 

    Hajar Toutsi
    Hajar ToutsiCorrect answer
    Community Manager
    June 15, 2026

    Thank you for reaching out about this, ShanaLesai.
     

    Allow me to clarify how credits are handled in Adobe Firefly:

    1. Credits are deducted IMMEDIATELY when you click Generate.

    2. If the generation fails and you see an error, the credits are automatically refunded AFTER the error occurs. This applies to all errors, there are no exceptions.

    3. If you notice that credits were not returned after an error or issue, this usually indicates that a generation did complete successfully. In that case, you can check under Files > Generation History to see if the generation(s) was stored there.

    If you were not able to find the results in your Generation history, please provide us with the following:

    • A Full Screen recording ⚠: Please provide a single screen recording of your entire browser window reproducing the same workflow, which should include:

      1. Your credits balance before generation.

      2. The error/issue occurring.

      3. The balance after the error and page refresh.

    • Workflow Context:

      • The full prompt you were using. (if it’s not fully visible in the recording)

      • Copies of any reference images, keyframes, or original images used.

    This recording will allow our team to pinpoint what’s happening and ensure any improper deductions are addressed.

    P.S. Just a quick reminder to please make sure any prompts or generated content comply with our User Guidelines, this includes avoiding the use of copyrighted material (e.g., specific movie scenes, scripts, or protected content). Using such material may lead to unexpected issues or violate policy.
     

    Once we receive the recording, we’ll look at it and keep you updated on the next steps.

    Hajar
    [Moved to questions]

    View reply

    3 replies

    ShanaLesaiAuthor
    Participant
    June 15, 2026

    I’ll try to do screenshots next time I have the issue. Here is what I can already say: 
     - Using Safari 18.5
     - There is no error message, it “calculates” to prepare the result of the prompt, and at the moment when it’s done and should show the result, it just reset fully to 0 as if I had just opened firefly. Though it keeps the last prompt in the prompt field. 
     - It only started to do this yesterday, with many different prompts, or reference images, etc. Relatively short prompts and uncomplicated
     - I’m using nano banana model, but doesn’t mean the issue would not come with something else. 
     - It does relate to some movie material (asking stuff in Rohan-style from lord of the rings), but it worked dozens of times so far so It would be surprising that it suddenly as an issue with it (and still works half of the time). 

    Thanks for your feedback

    Translate
    Hajar Toutsi
    Community Manager
    Hajar ToutsiCommunity ManagerCorrect answer
    Community Manager
    June 15, 2026

    Thank you for reaching out about this, ShanaLesai.
     

    Allow me to clarify how credits are handled in Adobe Firefly:

    1. Credits are deducted IMMEDIATELY when you click Generate.

    2. If the generation fails and you see an error, the credits are automatically refunded AFTER the error occurs. This applies to all errors, there are no exceptions.

    3. If you notice that credits were not returned after an error or issue, this usually indicates that a generation did complete successfully. In that case, you can check under Files > Generation History to see if the generation(s) was stored there.

    If you were not able to find the results in your Generation history, please provide us with the following:

    • A Full Screen recording ⚠: Please provide a single screen recording of your entire browser window reproducing the same workflow, which should include:

      1. Your credits balance before generation.

      2. The error/issue occurring.

      3. The balance after the error and page refresh.

    • Workflow Context:

      • The full prompt you were using. (if it’s not fully visible in the recording)

      • Copies of any reference images, keyframes, or original images used.

    This recording will allow our team to pinpoint what’s happening and ensure any improper deductions are addressed.

    P.S. Just a quick reminder to please make sure any prompts or generated content comply with our User Guidelines, this includes avoiding the use of copyrighted material (e.g., specific movie scenes, scripts, or protected content). Using such material may lead to unexpected issues or violate policy.
     

    Once we receive the recording, we’ll look at it and keep you updated on the next steps.

    Hajar
    [Moved to questions]

    Translate
    N8.
    Community Expert
    N8.Community Expert
    June 15, 2026

    Hey ​@ShanaLesai 

    Could you please reply with the following information:
    An example of the image & prompt that you are using would help.

    • A screen shot of the whole browser or application window (including your avatar in the upper right corner) with the error or problem showing or when the problem is happening (not just the error message itself).

    • What model were you using (such as Firefly Image 3, Firefly Image 4, Firefly Image 4 Ultra, Imagen 3, etc.)?

    • A copy of the keyframe(s) or reference images (if any) you were using.

    This helps us help you. Sometimes there might be a trigger word in the prompt.


    Common problems

    • Trademarked / Copyright
    • Political figures / Celebrities 
    • Long complicated prompts (often from ChatGPT)
      (short easy to read prompts tend to work very well)
    • busy dark background images for videos. the images need to be easy to distinguish who the main characters are and what the background is. 

    Anything to do with Children

    • if it has children or child like images (an absolute no/ firefly will not generate anything that even resembles a child/ even childlike)

    or

    • - the prompt has words associated with children example: boy, girl, kid, kids, child, children and so on...
      Many Generation Models will not generate anything to do with children.
    • Nudity

    Cheers

    Nate

     

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